Senior Operations Specialist - Data, Systems and Automation

About the role

Respond.io is an AI-powered business messaging platform founded in Hong Kong in 2017, helping companies manage customer conversations across chat, calls and email. Its Support department is scaling, and its Support Operations function is split between Data Analytics, Systems & Automations and Quality & Enablement. This Senior Support Operations Specialist joins Data Analytics, Systems & Automations as a senior individual contributor, reporting to the Support Ops Manager. You will act as the system architect and technical owner of the operational infrastructure, free from frontline tickets.

Key responsibilities

• Set and maintain support quality standards by reviewing workflows, rubrics and quality-scoring systems, and turn quality data into insights for team leads and enablement.
• Build and maintain automations and integrations such as ticketing integrations, webhooks and routing logic, and partner with external teams to automate handoffs and resolve recurring issues.
• Architect dashboards and data models that track departmental and business performance metrics, and ensure ticket and operational data is fully accurate.

Required profile

• 5+ years of professional experience, including 3+ years in B2B SaaS Support Operations (preferably startup) and 2+ years in customer-facing support or Support QA.
• Hands-on experience building QA systems, conversation grading rubrics, calibration models and evaluation frameworks.
• Proven track record connecting support platforms to engineering tools (Linear) via webhooks, APIs or iPaaS tools (n8n, Zapier, Make).
• Experience deploying automated triage, chatbots, AI-driven deflection tools or AI coding agents, and maintaining the reliability of internal tools and integrations.
• Ability to take ambiguous goals from leadership and design the systems, processes and metrics needed to deliver them with minimal supervision.
• Project and stakeholder ownership, strong written and verbal communication.

Required skills

• Strong data analysis and dashboard building (e.g. Holistics)
• Webhooks, APIs and iPaaS integration (n8n, Zapier, Make)
• QA rubrics, calibration models and evaluation frameworks

What we offer

• A highly competitive compensation package.
• Flexible working environment and hours.
• Virtual events such as talent shows, Among Us nights and online game sessions.